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I am a German player and was able to play at Spinbara Casino even though I was registered in the OASIS exclusion system due to gambling addiction.

During this time, I deposited and lost approximately €5,000–€6,000. Spinbara allowed me to play despite my self-exclusion and did not offer sufficient safeguards for players who had self-excluded.

The casino accepts German players, operates in German and in EUR, but does not possess a valid German gambling license.

I have already contacted the casino to obtain a refund and am submitting this complaint to Casino Guru for independent support and mediation.

I can provide proof of deposits and my OASIS block if required.

Ich bin deutscher Spieler und konnte auf Spinbara Casino spielen, obwohl ich im OASIS-Sperrsystem wegen Spielsucht registriert war.

Während dieser Zeit habe ich etwa 5.000–6.000 € eingezahlt und verloren. Spinbara hat mir das Spielen erlaubt, obwohl ich gesperrt war, und hat keine ausreichenden Schutzmaßnahmen für Spieler mit Selbstsperre angeboten.

Das Casino akzeptiert deutsche Spieler, arbeitet auf Deutsch und in EUR, besitzt jedoch keine gültige deutsche Glücksspiellizenz.

Ich habe das Casino bereits kontaktiert, um eine Rückerstattung zu erhalten, und reiche diese Beschwerde bei Casino Guru ein, um unabhängige Unterstützung und Vermittlung zu erhalten.

Ich kann bei Bedarf Nachweise über Einzahlungen und meine OASIS-Sperre vorlegen.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinbara Casino. Please note that online casinos not licensed in Germany don't participate in the self-exclusion scheme OASIS, yet should provide self-exclusion options regardless. If you have an account open in an offshore online casino, we recommend that you request a self-exclusion due to gambling problems in each one. We are unable to pursue a refund request on behalf of players based on the argument that the casino lacks a particular license.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino via email at support@spinbara.com with a self-exclusion request, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Spinbara Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas